audio w · fred pryor seminars is your one-stop resource for professional av training resources....
TRANSCRIPT
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9757 Metcalf AvenueOverland Park, KS 66212
Phone: (800) 556-2998Fax: (913) 967-8842
www.pryor.com
©1992, 2006 Fred Pryor Seminars, a division of PARK University Enterprises, Inc. All rights reserved. Fred Pryor Seminars is a registered trade-mark of PARK University Enterprises, Inc. Registered U.S. Patent & Trademark Office and Canadian Trade-Marks office. Except for the inclusion ofbrief quotations in a review, no part of this book may be reproduced or utilized in any form or by any means, electronic or mechanical, includingphotocopying, recording or by any information storage and retrieval system, without permission in writing from PARK University Enterprises, Inc.
AUDIO WORKBOOK
COACHING SKILLS
FOR MANAGERS
AND SUPERVISORS
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Welcomes You to the World of Audio Visual Training!Now you can learn at your own pace with hundreds of trainingprograms from this world-famous seminar training company.
Fred Pryor Seminars is your one-stop resource for professional AV training resources. Our comprehensive library ofpopular training programs, led by certified trainers, is available in a variety of learning formats designed to meet yourspecific needs – whether individual self-paced, or team training – when and where you need it.
5 Proven Ways to Leverage the Power of AV LearningCustomize Your Own Training Program – Combine different titles and segments to create a customized training pro-gram for any specific purpose. Most programs are divided into 20- to 30-minute segments making it easy to pinpointthe precise skill areas you’re needing.
Tap Your Audio Visual Programs for “Just-in-Time” Training – Brush up on skills in a hurry. Get a quick refresher.Find a new solution to an old problem. Motivate yourself or others to succeed. Enjoy the convenience of AV training,when and where you need it!
Reinforce What You Learn – Review training programs over and over to remember more of what you learn. Squeezeout every last idea and get more new knowledge!
Act on What You Learn Immediately – Consider the subject matter and any challenges you face in a particular area.Decide how you can use the information presented and immediately write down ideas you can implement.
Build a Training Library – Give everyone you know – in your workplace or in your personal life – a chance to learnand develop their personal and professional skills. Visit our Web site for a complete listing of training programsincluding these best sellers:
• How to Organize Your Life & GetRid of Clutter
• Dealing with Conflict &Confrontation
• How to Supervise People
• Evelyn Wood Reading Dynamics®
• Assertive Communication Skillsfor Professionals
• Self-Esteem & Peak Performance
www.pryor.com • 1-800-556-2998
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E H D L T C B E F P K N B Q F H C F N E R TV N M K L D F A H C U P N B W B S B G N X UV J C O M M U N I C A T I O N M F J Z C P DW D N O F L P A T V Y D Q K E I B H P O Y VG V D F U X S P J I M G Y K F S V N R U J XJ F R W I R P I F N B V D E G J X F U R H BC E L E B R A T I O N U H G F K Y B J A N SD K C G O R B G W D E O R G S U C C E S S HG F O N V D J L E U J L G D R Z U O A B Q CV C U G Y F T J F M B V C O U G T M F D A EK M N Y M W P T D L E I T V C P K P C Q L SX Y S A U C A H F S T N G M C S G E M I P KP R E M P O W E R M E N T S T R A T E G Y JF T L C E A N F U M I O W T F X E I F S T NT M I D K C D B M O H V F N R P I T N X Z ZQ Z N D J H D V X C W A J F C B C I K D F PF G G K S I F D B M O T I V A T I O N V L PS S T R Y N D W P K I I N S I Q H N X W N CS O T B I G O A L S B O F P K V D F J N O KF Y J B P K M X U W I N N I N G M D X T U JM Y G C S O K H C X A P O J S A B J G A E ND J B V F L T N X P K D Z K B M K P T Y M SA H M O T X R E S U L T S J S E N D I R X LN P K N U F L C N B C I J L D P A Z I Y V XC Y N J D K P M V T R H K X O L P M W Q L FZ H V O S H E Q K X I K D Z P A D Z U T H NS N V X J I N S P I R A T I O N K Y B V C XK Z P D M E B J C V B T L V D X A M Q E K S
See how many coaching words you can find!
COACHINGSUCCESSRESULTSEMPOWERMENTGOALS
WINNINGCOUNSELINGINNOVATIONRISKMOTIVATION
MENTORPOTENTIALGAMEPLANINSPIRATIONSTRATEGY
CELEBRATIONCOMMUNICATIONTEAMCOMPETITIONENCOURAGEMENT
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TABLE OF CONTENTS
The Coach’s GameplanAnalyzing the Lineup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1Assigning Players to the Right Positions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2Five Steps to Building Successful Strategies . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3
The Coach’s ToolboxTwenty Secrets of the World’s Greatest Coaches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5Effective Communication Skills . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6Timely Decision Making . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6Ex-Dem-Pra . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6
The Coach’s Guide to Building the Loyal TeamWhy People Want to be a Part . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7How to Build It . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7How to Increase Enthusiasm . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .8Ten Easy Ways to Boost Morale . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .9Incentives That Drive It . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .10
Coaching The Problem PlayerRecognizing the Problem Player . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .13Recognizing the Problem . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .14Holding a Counseling Session . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .16Dealing With the Unexpected . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .18Four Final Options – For Individual Counseling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .18Solving the Bigger Problem – Counseling Group Conflict . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .18
Coaching The Willing PlayerThe Mentor Relationship . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .19The Empowered Relationship . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .20
ACTION PLAN: COACHING AT ITS BEST! . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .21Suggested Reading . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .26Appendices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .27
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1Coaching Skills for Managers and Supervisorswww.pryor.com
THE COACH’S GAMEPLAN
A. Analyzing the Lineup
How are your people different?(Analyze the players on your team.)
How do these differences affect your “roster”?
Positively Negatively
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2Coaching Skills for Managers and Supervisorswww.pryor.com
THE COACH’S GAMEPLAN
B. Assigning Players to the Right Positions
Which comes first, the position or the player?
Should you delegate?
What happens if . . .?
C. Five Steps to Building Successful Strategies:
1.
2.
3.
4.
5.
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3Coaching Skills for Managers and Supervisorswww.pryor.com
THE COACH’S TOOLBOX
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4Coaching Skills for Managers and Supervisorswww.pryor.com
NOTES
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1. Be available
2. Promote participation
3. Build relationships
4. Utilize delegation
5. Provide feedback
6. Allow mistakes
7. Be a role model
8. Offer training
9. Have high expectations
10. Set goals
11. Share information
12. Celebrate attempts
13. Encourage teamwork
14. Grow experts
15. Reward innovation
16. Have unannounced celebrations
17. Say “thanks”
18. Show your emotions (+ and -)
19. Pick your issues carefully
20. Be a team player
Total
5Coaching Skills for Managers and Supervisorswww.pryor.com
THE COACH’S TOOLBOX
A. Twenty Secrets of the World’s Greatest Coaches
LOW SCORECARD HIGH
1 2 3 4 5
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6Coaching Skills for Managers and Supervisorswww.pryor.com
THE COACH’S TOOLBOX
B. Effective Communication SkillsThe coach as sender:
•
•
•
•
The coach as receiver:
•
•
•
•
C. Timely Decision Making
D. Ex-Dem-Pra
Ex-
Dem-
Pra-
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7Coaching Skills for Managers and Supervisorswww.pryor.com
THE COACH’S GUIDE TOBUILDING THE LOYAL TEAM
A. The Loyal Team — Why People Want to be a Part
1.
2.
3.
4.
5.
6.
B. The Loyal Team — How to Build It
Individual Strengths vs. Individual Weaknesses
Team Goals vs. Individual Goals
Healthy Competition vs. Destructive Competition
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8Coaching Skills for Managers and Supervisorswww.pryor.com
THE COACH’S GUIDE TOBUILDING THE LOYAL TEAM
C. The Loyal Team — How to Increase Enthusiasm
Symptoms of Techniques toLow Enthusiasm Raise Enthusiasm
1. Lack of participation in meetings. 1.
2. Personal distance 2.
3. Putting effort in the wrong places 3.
4. Letting others do the work. 4.
5. Putting off the start of new projects. 5.
6. Slow progress 6.
7. Decreasing interpersonal contact. 7.
8. “Work as usual” attitude 8.
9. Sloppy work 9.
10. Lack of direction. 10.
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9Coaching Skills for Managers and Supervisorswww.pryor.com
THE COACH’S GUIDE TOBUILDING THE LOYAL TEAM
D. The Loyal Team — Ten Easy Ways to Boost Morale
1. Demonstrate the priority given to the team’s needs. _______
2. Show to team’s impact on the bottom line. _______
3. Relate to the person rather than the task. _______
4. Recognize frustration. _______
5. Address frustration promptly. _______
6. Ask for input. _______
7. Collaborate. _______
8. Involve the team in goal-setting. _______
9. Provide swift feedback to input. _______
10. Share your spotlight. _______
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10Coaching Skills for Managers and Supervisorswww.pryor.com
THE COACH’S GUIDE TOBUILDING THE LOYAL TEAM
E. The Loyal Team — Incentives that Drive It
What Doesn’t Work? Why Not?
What Does Work? (Qualities of an Effective Incentive)
• •
• •
• •
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NOTES
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13Coaching Skills for Managers and Supervisorswww.pryor.com
A. Recognizing the Problem Player
COACHING THE PROBLEM PLAYER
The Goof-Off/Time Waster The Anti-Management Attitude
The Anti-Social/LonerThe Faultfinder/Criticizer
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Is there asimplerway?
Doess/he
have thepotential?
Do obstaclesprevent
performance?
Doesperformance
matter?
Is lack of performancerewarded?
Is the performancepunished?
Did s/hedo it
frequently?
Has s/heever
done it?
Does theperson
have theskill?
YES
YES
Det
erm
ine
the
Perf
orm
ance
Gap
14Coaching Skills for Managers and Supervisorswww.pryor.com
COACHING THE PROBLEM PLAYER
B. Recognizing the Problem
NO NO
NO
YES
YES YES YES YES
YES
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NOTES
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16Coaching Skills for Managers and Supervisorswww.pryor.com
COACHING THE PROBLEM PLAYER
C. Holding A Counseling Session
Before ...
• Understanding the risks
• Acknowledging the benefits
• Determining your goals and objectives
• Knowing when to leave it to the pros
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COACHING THE PROBLEM PLAYER
During ...
1.
2.
3.
4.
5.
After ...
1. Follow-up
2. Record
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18Coaching Skills for Managers and Supervisorswww.pryor.com
COACHING THE PROBLEM PLAYER
D. Dealing With The Unexpected
4 Anger
4 Tears
4 Denial
4 Contradictions
4 Silence
E. Four Final Options — For individual counseling
1.
2.
3.
4.
F. Solving The Bigger Problem — Counseling Group Conflict
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A. The Mentor Relationship
What do you give?
What do you get?
Which player do you mentor?
Best Worst
5-POINT CHECKLIST
_______ Initiative
_______ Responsibility
_______ Added value
_______ Team Player
_______ Flexibility
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COACHING THE WILLING PLAYER
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20Coaching Skills for Managers and Supervisorswww.pryor.com
COACHING THE WILLING PLAYER
B. The Empowered Relationship
The Controversy
Risks Benefits
How not to empower:
•
•
•
How to begin the process:
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21Coaching Skills for Managers and Supervisorswww.pryor.com
COACHING AT ITS BEST!
Action Plan
1. Write:
Your company’s mission
Your department’s mission
Your coaching mission
2. List Your Team Roster:
NAME PRIMARY RESPONSIBILITY
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22Coaching Skills for Managers and Supervisorswww.pryor.com
COACHING AT ITS BEST!
3. Plot Your Team:(Use your team members’ initials to plot their performance)
SKILLS
High
Low HighATTITUDE
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23Coaching Skills for Managers and Supervisorswww.pryor.com
4. Analyze Your Plotting
COACHING AT ITS BEST!
Relating(See Module 3)
EMPOWERING(See Module 5)
COUNSELING(See Module 4)
MENTORING(See Module 5)
SKILLS
High
Low HighATTITUDE
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24Coaching Skills for Managers and Supervisorswww.pryor.com
COACHING AT ITS BEST!
R E
C M
Player’s name:
Player’s primary need is:(from graph)
1 DATE
•
•
•
5. Plan for Each Player’s Needs:
2 DATE
•
•
•
3 DATE
•
•
•
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NOTES
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SUGGESTED READING
Braham, Barbara. Calm Down: How to Manage Stress at Work. Glenview, IL: Scott, Foresman andCompany, 1990.
Byham, William C. Zapp! The Lightning of Empowerment. New York, NY: Harmony Books, 1988.
Fournies, Ferdinand F. Coaching for Improved Work Performance. Blue Ridge Summit, PA: Liberty Hall Press, 1987.
Fournies, Ferdinand F. Why Employees Don’t Do What They’re Supposed to Do and What to Do About It.Blue Ridge Summit, PA: Liberty Hall Press, 1988.
Garfield, Charles. Peak Performance: The New Heroes of American Business. New York, NY: William Morrow and Company, Inc., 1986.
Haynes, Marion E. Stepping Up to Supervisor. Houston, TX: Executive Roundtable Publications, 1987.
Kennedy, Eugene and Sara C. Charles. On Becoming A Counselor: A Basic Guide for NonprofessionalCounselors. New York, NY: Continuum Publishing Company, 1990.
Klarreich, Sam H. Work Without Stress. New York, NY: Brunner/Mazel, Inc., 1990.
Lawler, Edward E. High Involvement Management. San Francisco, CA: Jossey-Bass Publishers, 1986.
May, Rollo. The Art of Counseling. New York, NY: Gardner Press, 1989.
Merrill, David W. and Roger H. Reid. Personal Styles and Effective Performance. Radnor, PA: Chilton Book Company, 1981.
Shriver, Sam. From Coach to Coach. Escondido, CA: Fulcourt Press, 1989.
Tarkenton, Fran. How to Motivate People. New York, NY: Harper & Row, 1986.
Vogt, Judith F. and Kenneth Murrell. Empowerment in Organizations: How to Spark ExceptionalPerformance. San Diego, CA: University Associates, 1990.
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APPENDIX A: ANSWERS TO WORD SEARCH
E H D L T C B E F P K N B Q F H C F N E R TV N M K L D F A H C U P N B W B S B G N X UV J C O M M U N I C A T I O N M F J Z C P DW D N O F L P A T V Y D Q K E I B H P O Y VG V D F U X S P J I M G Y K F S V N R U J XJ F R W I R P I F N B V D E G J X F U R H BC E L E B R A T I O N U H G F K Y B J A N SD K C G O R B G W D E O R G S U C C E S S HG F O N V D J L E U J L G D R Z U O A B Q CV C U G Y F T J F M B V C O U G T M F D A EK M N Y M W P T D L E I T V C P K P C Q L SX Y S A U C A H F S T N G M C S G E M I P KP R E M P O W E R M E N T S T R A T E G Y JF T L C E A N F U M I O W T F X E I F S T NT M I D K C D B M O H V F N R P I T N X Z ZQ Z N D J H D V X C W A J F C B C I K D F PF G G K S I F D B M O T I V A T I O N V L PS S T R Y N D W P K I I N S I Q H N X W N CS O T B I G O A L S B O F P K V D F J N O KF Y J B P K M X U W I N N I N G M D X T U JM Y G C S O K H C X A P O J S A B J G A E ND J B V F L T N X P K D Z K B M K P T Y M SA H M O T X R E S U L T S J S E N D I R X LN P K N U F L C N B C I J L D P A Z I Y V XC Y N J D K P M V T R H K X O L P M W Q L FZ H V O S H E Q K X I K D Z P A D Z U T H NS N V X J I N S P I R A T I O N K Y B V C XK Z P D M E B J C V B T L V D X A M Q E K S
COACHINGSUCCESSRESULTSEMPOWERMENTGOALS
WINNINGCOUNSELINGINNOVATIONRISKMOTIVATION
MENTORPOTENTIALGAMEPLANINSPIRATIONSTRATEGY
CELEBRATIONCOMMUNICATIONTEAMCOMPETITIONENCOURAGEMENT
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28Coaching Skills for Managers and Supervisorswww.pryor.com
APPENDIX B
Twenty Potential Sources of Employee Problems
1. They don’t know why.
2. They don’t know how.
3. They don’t know what.
4. They’ve forgotten. (Lost focus)
5. They think they have a better way.
6. They don’t like your way.
7. They have other priorities.
8. There is no reward.
9. They don’t realize they’re not doing it.
10. They are rewarded for not doing it.
11. They are afraid to do it.
12. Their mistakes are not punished.
13. Barriers exist that are beyond their control.
14. They can’t do it.
15. They have personal problems.
16. It’s impossible.
17. It’s a manager’s job.
18. Co-workers prevent performance.
19. Correct performance is punished.
20. The tasks delegated contradict.
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29Coaching Skills for Managers and Supervisorswww.pryor.com
APPENDIX C
Coaching Action Plan (extra copy)
1. Write:
Your company’s mission
Your department’s mission
Your coaching mission
2. List Your Team Roster:
NAME PRIMARY RESPONSIBILITY
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30Coaching Skills for Managers and Supervisorswww.pryor.com
APPENDIX C
3. Plot Your Team:(Use your team members’ initials to plot their performance)
SKILLS
High
Low HighATTITUDE
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4. Analyze Your Plotting
Relating(See Module 3)
EMPOWERING(See Module 5)
COUNSELING(See Module 4)
MENTORING(See Module 5)
SKILLS
High
Low HighATTITUDE
APPENDIX C
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32Coaching Skills for Managers and Supervisorswww.pryor.com
APPENDIX C
R E
C M
Player’s name:
Player’s primary need is:(from graph)
1 DATE
•
•
•
5. Plan for Each Player’s Needs:
2 DATE
•
•
•
3 DATE
•
•
•
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33Coaching Skills for Managers and Supervisorswww.pryor.com
NOTES
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